Consumer expectations continue to rise when it comes to in-store visits. According to the latest OpinionWay survey for Retail Tech, the use of new technologies by in-store retailers could help improve the on-site customer experience.
OpinionWay surveyed 1,057 people on February 25 and 26, 2025.
Why travel when you can buy everything online? When consumers push open the door of a store, it’s for a specific reason, such as:
• The opportunity to test or try out a product
• The access to personalized promotions
• The availability of additional product information (origin, composition, etc.)
• Live product demonstrations
• Personalized advice from sales staff
• Participation in in-store events
86% of panellists say they have at least one of these expectations when they visit a store.
The use of new technologies
More and more retailers are equipping their sales areas with digital tablets (or other connected tools). For 36% of respondents, these adjustments have improved their in-store experience.
They explain that these new devices have enabled them to:
• Highlight promotions
• Inform customers about products
• Improve service quality
• Make purchases more fluid
• Personalize sales offers
